Episode 18

Customer Experience

...and now for another Human Factors Minute!

Where the parameters of User Experience appear fairly cut and dry, the Customer Experience is more conceptual in nature, and is typically used as an all-encompassing term.

The Customer Experience Professionals Association defines customer experience as:

The sum of all the interactions that a customer has with a company over the course of the relationship lifecycle

AND

The customer's feelings, emotions, and perceptions of the brand over the course of those interactions.

Customer Experience is a reflection of the “big picture” – a brand-oriented concept that includes all interactive touchpoints and the perception of the organization as a whole.

Some common Customer Experience metrics primarily focus on customers’ perceptions of their interactions with a brand, including the long-term effects of these interactions.

Some of these include:

Overall Satisfaction

Visitor Intent

Task Completion

Effort

Net Promoter Score® (NPS®)

Next Steps

For more information on Customer Experience and the metrics used, visit CXPA.org

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Episode 18

Customer Experience

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Nick Roome